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Bau Dip Consultant
hace 2 semanas
**BAU DIP Consultant**
Integrarse en el primer nível de soporte y titular de la incidencia. Debe entender funcionalmente los activos y poder gestionar el E2E de las incidencias. Se requiere experiência en Service Now.
**El di a a di a**:
Revisar la informacio n de la incidencia y solicitar logs de datos adicionales en caso necesario.
Comprobar la categorizacio n y priorizacio n de la incidencia y la modifica en caso necesario
Analizar si la incidencia esta en su a mbito de expertise y si puede resolverla a trave s de la base de datos de conocimiento y sin escalarla.
Solucionar la incidencia o la reasignar a otro grupo.
- Registrar la actividad.
Proponer la solucio n solicitada para su inclusio n en la base de datos de conocimiento. Iniciar y ejecutar el proceso de incidencias de impacto alto si aplica
Agrupar el conocimiento cruzado de servicios y plataformas.
Realizar el seguimiento de las incidencias durante su ciclo de vida para prevenir incumplimiento de SLA e impacto en negocio.
**SKILLS**
Experiência mi nima 2 an os en gestio n de herramienta ITSM y mi nimo 1 an o en Service Now.
Conocimientos ITIL v4 Service Management Practices
Incident management
Problem management
IT Asset management o Experiência en herramientas de ITSM (Service Now)
Experiência en la gestio n de incidencias y soportes en Service Now
Generacio n de informes:
Creacio n de dashboards de Nível de servicio, incidencias y seguimientos SLA en Service Now.
Conocimientos CMDB.
Gestio n de activos y SW en CMDB en Service Now
Alto manejo de herramientas ofima ticas: Excel y Powerpoint.
Conocimientos de programacio n en JAVA y.NET (Appian es un plus)
**What do we value?**
Nível de ingle s B2 o superior.
Realizacio n de guardias en horario de lunes a viernes de 8:00 a 00:00 con objeto de cubrir fiestas nacionales para dar soporte al resto de pai ses y puntualmente los fines de semana.
**Location**:
Queretaro - Mexico
